Client Relations Team Leader

INTRODUCTION

At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today.  

We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.

JOB PURPOSE

You will be responsible for leading a team of Client Relationship Advisors, you will coach, develop and inspire your team to build meaningful client relationships, provide concierge-style service, effectively manage escalations and identify opportunities to strengthen both client retention and commercial performance. You will also act as the escalation point for complex client situations, partnering closely with internal stakeholders to deliver exceptional outcomes for our clients.

You will be responsible for creating a high-performing, client-focused culture, ensuring every interaction reflects Burberry's luxury service standards while driving client loyalty, business performance and operational excellence.

RESPONSIBILITIES

Leadership & Team Development

• Lead, motivate and develop a team of Client Relationship Advisors.
• Create an engaging, inclusive and high-performing team culture aligned to Burberry values.
• Conduct regular one-to-ones, coaching sessions and performance reviews.
• Set clear objectives and development plans, ensuring colleagues are supported to achieve their full potential.
• Identify capability gaps and implement coaching, training and development initiatives.
• Support recruitment, onboarding and succession planning activities.
• Foster collaboration, accountability and knowledge sharing across the team.
• Promote colleague wellbeing and engagement through regular communication and support.

Luxury Client Experience

• Ensure the consistent delivery of world-class luxury service across all client contact channels.
• Embed a highly personalised and relationship-led approach across the team.
• Coach advisors to understand client preferences, anticipate needs and create memorable experiences.
• Review client interactions regularly to ensure quality, consistency and adherence to luxury service standards.
• Act as the escalation point for complex, high-profile or sensitive client situations.
• Drive service recovery initiatives that strengthen client trust, retention and loyalty.
• Champion a concierge-style service approach that exceeds client expectations.

Client Relationships & Commercial Performance

• Drive a culture of proactive clienteling and relationship management.
• Ensure advisors effectively develop and manage their client portfolios through meaningful and personalised outreach.
• Monitor and support client engagement activities, appointment generation and client development opportunities.
• Partner with Retail and commercial teams to deliver connected client journeys and maximise client value.

Operational Excellence

• Manage day-to-day team operations, ensuring adequate resource allocation and service coverage.
• Monitor productivity, service levels, case volumes and quality measures.
• Ensure cases and client contacts are managed efficiently, accurately and within agreed standards.
• Identify trends, recurring issues and opportunities for continuous improvement.
• Support the implementation of new technology, processes and ways of working.

Escalations & Stakeholder Management

• Take ownership of the most complex client complaints and escalations.
• Ensure appropriate escalation and governance procedures are followed.
• Build strong relationships with internal stakeholders to support efficient issue resolution and continuous service improvement.

Continuous Improvement

• Use client feedback, complaints, NPS results, CSAT and operational metrics to identify improvement opportunities.
• Share insights and recommendations that enhance both client experience and business performance.
• Lead team huddles and knowledge-sharing sessions.
• Support the adoption of best practices and continuous learning across the Client Advisors teams.
• Champion innovation and simplification initiatives that improve the experience for both clients and colleagues.

PERSONAL PROFILE

• Previous experience leading or supervising a customer service, client advisors or luxury retail team.
• Strong coaching and people leadership skills with the ability to develop talent and drive performance.
• Proven experience handling complex complaints and escalated client situations.
• Strong commercial awareness with the ability to balance service excellence and business objectives.
• Excellent written and verbal communication skills.
• Highly organised with strong attention to detail.
• Confident stakeholder manager with the ability to influence across multiple business functions.
• Resilient, adaptable and comfortable working in a fast-paced environment.
• Fluency in English plus either French, German or Italian preferred

FOOTER

Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.

Posting Notes: United Kingdom || Not Applicable || London || COMMERCIAL RESOURCES || EMEIA - CUSTOMER SERVICE || n/a ||